Head of Customer Success

PocketRN is the first telehealth startup built specifically for nurse-led care, with a mission to close the gap between home and healthcare by enabling patients to meet virtually with specialized nurses. We have a phenomenal team (ex-Qualtrics, Stanford Healthcare, Intermountain, Team Select, etc.) and an exceptional investor group of healthcare-focused VCs and former and current CEOs of top public healthcare companies.

First and foremost, thanks for your interest in PocketRN and in this role!

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At PocketRN, we’re passionate about delighting all our stakeholders, whether that be our patients, our nurses, the paid and unpaid caregivers, and—critically—our customers. The great news is that we’re growing fast, and it’s time for us to add a Head of Customer Success. 

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While it’s truly hard to capture everything the Head of CS will be responsible for, there are few things to be ready for from the start.

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1. Learning. PocketRN is a dynamic platform with applications across nearly the entire healthcare ecosystem. While that’s incredibly exciting, it also lends itself to a very steep learning curve, even for folks with strong healthcare backgrounds. The Head of CS will need to learn a lot, and fast! Being hungry to learn and develop, applying the learnings in real-time, and transferring learnings to colleagues is probably the most important set of attributes for whoever lands in this role.
2. Building CS - the function. PocketRN has developed great relationships with its existing customers, but it’s time to build a CS function that’s ready to scale.
3. Diving in with live customers. You will serve customers from Day 1. At our stage, we all still wear many hats, so you need to be comfortable being in the weeds while building the strategy. Our expectation is that you can draw on your experience to add value to key relationships and help grow them over time - and that your example will inspire the rest of the CS team to excellence.
4. Recruiting the right people. We are growing fast, and the pace is only going to accelerate. You will need help. To that end, we are looking to you to help find the right talent to join our CS organization.
5. Engaging the rest of the team.  PocketRN is incredibly collaborative - particularly as a remote company. You will work with nearly all functions across PocketRN - not only to achieve your CS goals, but to help us shape Company strategy.

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For PocketRN to achieve its Vision of Closing the Gap Between Home and Healthcare, our customers must have exceptional experiences. Our CS organization must be world-class, and we couldn’t be more excited about starting that journey together.

• Develop and execute customer success strategies to drive customer satisfaction and retention.
• Build and lead a world-class CS team - hire, coach, and performance management.
• Partner with sales, marketing, account management, operations, product, and other teams to ensure a seamless customer experience from initial contact through ongoing engagement.
• Establish and track key customer success metrics to measure the effectiveness of our programs and identify areas for improvement.
• For the relationships you lead, develop (in concert with Account Management and Operations) customer P&L’s and relationship operating models.
• Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs and priorities.
• Navigate complex customer organizations, understand different roles and stakeholders, and keep your cool when things get tough or go wrong.
• Develop and execute training programs to ensure customer success team members have the knowledge and skills needed to deliver exceptional customer experiences.
• Stay current with industry trends and best practices in customer success and incorporate them into our programs as appropriate.
• Take a proactive approach to ensuring our customers are happy (bias for action), address customer risks early for those accounts your direct reports own, step in and ask for customer feedback directly (early and often), and respond to feedback extremely fast.
• Make CS a talent destination - make it exciting, rewarding, challenging, and fun! 

• 7+ years of experience in customer success, account management, or a related field, ideally within  health tech, home healthcare, and/or remote patient monitoring.
• Intellectual curiosity with a demonstrable track record of professional and personal development and the ability to operate and develop independently.
• A bias for action with a laser focus on executing both operational and strategic tasks on a day-to-day basis.
• Proven success in building and leading high-performing teams.
• Strong analytical skills with the ability to track and analyze customer success metrics and translate them into actionable insights.
• Excellent communication and a relationship-building mindset, with the ability to interact effectively with customers, team members, and senior leaders.
• Knowledge of the health tech industry and trends in digital health.
• Ability to work in a fast-paced, startup environment and manage multiple priorities simultaneously.

We feel it is essential to invest in benefits that enable our employees to live healthy and full lives, including: 

• Unmatched opportunity for professional development and career growth. We’ll work closely with you to reach your career goals.
• Ability to work from the comfort and convenience of your home. We are a fully remote company.
• Generous PTO.
• Highly competitive health insurance coverage for a startup at our stage.  We also offer vision and dental plans.
• Significant post-series A equity.

As a fully remote company, we look for proactive candidates who excel autonomously. As part of our evaluation process, we will provide you with a prescreening assignment after you apply but before your first interview. This assignment typically takes a few hours to complete, with no set deadline as long as the position remains unfilled. The work you submit will solely be used to assess your candidacy. Although this process may not suit all candidates, we have found it to be the most impactful metric in evaluating candidates. If you have questions about the position or the assignment, we are happy to have a casual discussion over email or Zoom at any time. Upon fulfilling the assessment requirements, you will be guaranteed an interview while the position is open, and we will take your candidacy very seriously.

If interested, reach out to us at recruiting@pocketrn.com or apply using the links above. We are looking to fill this role immediately.

‍PocketRN is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws: the Family & Medical Leave Act, the Equal Opportunity Employment, and Employee Polygraph Protection Act.

‍PocketRN's values the inclusion of all qualified individuals. We will ensure that persons with disabilities are provided with reasonable accommodations for their work and as part of the job application and interview process. If you require additional assistance, let us know.

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PocketRN does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings, unless otherwise pre-approved by our Recruiting team.